Plusnet broadband lost (BT to Plusnet transfer)
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Plusnet broadband lost (BT to Plusnet transfer)
Plusnet broadband lost (BT to Plusnet transfer)
22-09-2015 2:17 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Due to activate on 16 July, only the phone worked - the broadband was not available until 21 July.
On 14 Sept, the broadband disappeared again and, having been promised a reconnection for 17 Sept and again on 21 Sept, it is still not available.
Plusnet is unable to explain the problem, stating that it is the responsibility of a wholesaler (?).
I am told the broadband will not be connected for yet another week or more - ticket number 110865107.
Why are changeovers so problematic?
Re: Plusnet broadband lost (BT to Plusnet transfer)
29-09-2015 4:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Lots of promises, no result.
Ticket No. 110865107
Re: Plusnet broadband lost (BT to Plusnet transfer)
30-09-2015 9:01 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
A warm welcome to the forums. Sad to learn that your transfer has not gone well. Only PlusNET can advise what has gone wrong in your specific case, however in response to your question about why transfers are so problematic, hopefully the following will illuminate.
First the differently branded "BT" bodies all act as independent companies and are obliged to under Ofcom rules.
PlusNET buys phone services from BT Openreach (BTOR) and broadband from BT Wholesale (BTw). ... who inturn order off BTOR.
When a migration is requested, a simultanious (SIM) order is required across the two parties. Under Ofcom rules, a phone migration has an in-built 10 day delay so that the loosing supplier (in your case BT Retail) has the ability to contact their customer and subsequently block the transfer.
If any part of the above process fails, due to any party making a mistake, all hell can break lose, especially if BTOR's service ownership tags get screwed up. If everything goes to plan it works like clock work... If it does not....
Hope you are soon sorted.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Plusnet broadband lost (BT to Plusnet transfer)
30-09-2015 2:29 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Each time Plusnet find another way to solve the problem, I have to wait 3-5 working days to have it removed then another 3-5 working days to have something else ordered. There seems to be no fast-track solution for those who have already waited long enough.
I have to wait another two weeks while 'incompatible' products are removed from the line, then the ordering process has to start yet again.
All in all, I have to wait four weeks to correct their mistake in the first place!!!!
I cannot apply to CISAS until eight weeks have passed, so there is no way to speed up the process.
Re: Plusnet broadband lost (BT to Plusnet transfer)
30-09-2015 2:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Plusnet broadband lost (BT to Plusnet transfer)
30-09-2015 4:10 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Plusnet broadband lost (BT to Plusnet transfer)
30-09-2015 11:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I am even more confused now.....
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Plusnet broadband lost (BT to Plusnet transfer)